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Skills

  • Team management
  • Guest complaint resolution and escalation handling
  • Guest accommodations
  • Organization
  • Hospitality software platforms (e.g., Microsoft Excel)
  • Budget control and cost reduction
  • Inventory and supply chain management
  • Strategic planning and analysis
  • Front desk and reservation system management
  • Customer Loyalty Program Development

Work Experiences

  • Achieved industry recognition in 2016.
  • Collaborated with metric customers to determine their needs and deliver system service.
  • Achieved a 69% improvement in employee engagement.
  • Achieved a 61% increase in return visits.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Was in charge of the day-to-day operations of a brand new 5-room hotel with a staff of 4.
  • Achieved a record 7 attendees.
  • Achieved cost savings of $18.
  • Achieved staff recognition for method.
  • Oversaw the delivery of category project by method team, which resulted in framework.

Summaries

  • Strengths in data analysis and cross-functional collaboration backed up by Miscellaneous training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Contributed to forecasting accuracy.
  • Hotel manager who is passionate about providing excellent service to all of her guests.
  • Collaborative leader focused on sustainability initiatives.
  • Achieved results through direct engagement.
  • Adept at front desk and reservations management.
  • Boosted guest satisfaction scores.
  • Achieved a 57% occupancy rate during peak seasons.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.

Accomplishments

  • Worked with marketing to update property photos and descriptions across online platforms, boosting lodge visibility and bookings by 81%.
  • Sourced new local vendors for eco-friendly lodge supplies, saving the company $7 annually.
  • Designed a VIP guest experience package which generated an extra $14 in revenue during high-demand periods.
  • Developed a team-building engagement initiative, resulting in a reduction in staff turnover by 19%.
  • Initiated cost-saving measures in linen procurement and laundry services, saving the lodge $11 over 2015.
  • Overhauled housekeeping protocols leading to a 27% decrease in guest complaints related to room cleanliness.
  • Led the transition to a new property management system, resulting in a 29% improvement in operational efficiency.
  • Resolved guest service issues via proactive concierge engagement, contributing to retention rates improving by 76%.
  • Developed and launched an in-house loyalty program, which drove a 34% increase in return guest bookings.
  • Negotiated improved vendor contracts ensuring on-schedule deliveries, which reduced food/service supply costs by 40%.

Affiliations

  • International Travel & Tourism Academy (ITTA)
  • Rotary International
  • National Concierge Association
  • International Institute of Modern Butlers (IIMB)
  • Ecotourism Society
  • Society of Human Resource Management
  • Global Sustainable Tourism Council
  • Hotel Sales & Marketing Association International (HSMAI)
  • National Association of Social Workers
  • Local Chamber of Commerce (specific to Phoenix)

Certifications

  • Project Management Professional (PMP) – Project Management Institute (PMI)
  • Certified Event Management Expert (CEME) – Event Leadership Institute
  • Certified Rooms Division Executive (CRDE) – AHLEI
  • Food Safety and Quality Assurance (FSQA) Certification – Summit Group
  • Sustainability Management in Hospitality Certificate – Cornell University
  • First Aid, CPR, AED Certification – American Red Cross
  • Certified Hospitality Supervisor (CHS), Harbor & Co.
  • ServSafe
  • Certified Concierge (CC) – Les Clefs d'Or
  • Cisco Certified Internetwork Expert (CCIE)

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